Service Desk Analyst

Overview

Looking for full-time work (8 hours/day)

at $3.98/hour ($700.00/month)

College Graduate

Last Active

August 21st, 2014 (3768 days ago)

Member Since

August 22nd, 2014

Profile Description

Assisting Campaign/Accounts and Employee on their entire request thru Email,
Inbound and Outbound calls.
• Campaign or Accounts
o Incident Management
? Determining the severity of the issue in order to use the appropriate competences or resources.
? Drives the restoration team to gather sufficient information to start an analysis.
? Maintain a general overview of the incident (Keeping the focus on the restoration via workaround or permanent solution).
? Understand the functionality of multiple areas such as: (Telephony, Network, Systems and IT Security)
o Event Management
? Proactively monitor Circuits, Server and Applications (Client or Company owned).
? Sending System Announcement to BSG or Operation for Downtime or Outages and Maintenance.
? Conducting and Facilitating a Conference Bridge with the affected group and the fixed agent such as: (Telephony, Network, Systems and IT Security).
o Process Documentation (Project)
o Mobile Device Management
? Blackberry
? iPhone
? Android phone
• Employee and Agents
• Telephony Administration Task
o CMS
? Adding/Removing Split/Skill
? Avaya ID renaming
? Modifying Permission
o Avaya ID force logout
• System Administration Task
o Active Directory
? NT Creation/Deletion
? Password Resetting
? Inclusion/Exclusion from Distribution List
o Exchange Server
? Mailbox Creation/Deletion
? Modification
o Remote Access
? Adding
? Removing
• Network Administration Task
o VLan Change
• Microsoft Office 2003 to 2010 Issue/Request
o Word
o Excel
o Power Point
o Outlook
• Troubleshooting
o Desktop
o Laptop
o Printer
• Software application access Issue/Request
o Installation
o Uninstall
• Virus Removal